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Associate Supply Chain - CS Front Office

  • Job reference: 933643
  • Location: Breda, North Brabant
  • Salary: Negotiable
  • Job type: Contract
  • Sector: Life Sciences, Procurement and Supply Chain
  • Date posted: 21/01/2021
Description:

(native level German + business level English)


While working for Client's Customer Success Department you are the first line contact for Customer/Sales Offices, customer creation, credit / debit / return orders, complaints and Track & Trace activities.

Accountabilities
* Ensure optimal internal and external customer satisfaction in line with Client's policies and procedures
* Ensure compliance with SOX & GMP regulations
* Contribute to the completion of milestones associated with commercial order management and specific projects or activities within the team or department related to commercial supply chain
* Appropriately solve administrative issues.

Responsibilities
Customer Care
* Unique first point of contact for customers, affiliates and Local Service Providers (LSPs).
* Inbound and outbound handling of contacts (call / email / fax) with Customers, affiliates and LSPs.
* Develop and maintain good relationships with internal/external customers (like affiliate, physician, pharmacist, wholesaler, hospital, distributor), other ABR departments and LSPs
* Exchange complex information with customers to solve problems within Client's procedures and/or provide ongoing support to ensure customers are satisfied.
* Discuss, accept, enter and follow up on customer service complaints.
* Identify and initiate process improvements to decrease number of service complaints

Order management
* Execute track and trace on daily basis, follows up on delays, and signs off reports
* Execute returns for all order types, credit and debit notes, follows up timely release

Customer Master Data
* Set-up of new customer; Initiate (e-)form, follow-up with affiliate and the new customer and performs Customer Master Data entry
* Maintain and update Customer Master Data requests.

Other
* Ensure knowledge of GMP/GDP and job related training is up to date.
* Handle and resolve service/transport issues (including track & trace)
* Provide departmental support upon request
* Identify and initiate process improvements

Authority
* Works under general direction, seeks assistance as needed
* Finds applicable alternatives in line with regulations and processes
* Relates day-to-day work to business priorities
* Applies broad-based research, information and analytical skills to factual info.

Outputs
* Timely process of credit, debit and return orders, tracks and trace reports including following up on delays, and logs customer service complaints
* Handle calls and emails; ensure precise and prompt response to customer queries with the agreed service levels and applicable conditions
* Correct Customer Master Data set up and review.
Qualifications
The knowledge and skills necessary to perform the duties of this position are typically acquired through the following combination of education, experience and knowledge, or the equivalent.

Minimum Requirements
* MBO 4 and higher
* Minimum 1 to 2 years of related experience in customer service or sales
* Ability to shift between tasks in a dynamic environment and work within diverse, international group of people
* Experienced in working with automated systems (computer bases business systems) like MS-Office. Experience with SAP and Salesforce are a pro.
* Advanced communication skills
* Customer and service focused
* Fluency in English, both in oral and written communication + 1 native/excellent level
language required (German). French language skills in additional are nice to have
* High quality standards with regards to work
Preferred Requirements
* Education in Economics, Business Administration Supply Chain Management or related area
* Experience with issue handling in a Supply Chain environment
* Problem solving skills
* Ability to set priorities and timely escalation
Competencies
* Exercises diplomacy and persuasion in communication with internal and external customers
* Excellent communication skills (both written and verbal)
* Anticipates problems and recognizes when to challenge the standard practices
* Process-orientated & Optimizes work processes
* Ensures accountability
* Collaborates
* Communicates effectively
* Customer focus
* Results driven

Our role in supporting diversity and inclusion
As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.

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